Business Acceptance Manager
National Bank of Kuwait
Total years of experience :29 years, 10 Months
Prepare business impact documentation and recovery plan for the executive management in less than six months by incorporating business requirements along with project scopes, proposed business solutions and incoming vendor proposals within a yearly budget limit of $10 million. The plan includes proposals, procedures, processes and timelines to enhance banking products, improve customer services and manage central bank provisions. Also, document current state models, standard operation procedures (SOPs), to-be models and business change requests.
Duties:
• Manage approximately $10 million as an annual budget of 200 projects proposed to enhance banking products, improve operational processes and employ new procedures that streamlined business relationships with stakeholders and vendors.
• Conduct business analysis, change impact analysis and cost benefit and ROI studies. Liaise with technology department to implement proper functional design and requirement interpretations. Prevent project overlapping in term of resource, environment, and timeframe.
• Enhance project’s spending mechanisms, clarity of expenses and efficiency of more than fifty divisions inside the bank.
• Conduct business change impact analysis and support executive leadership developing their business segment’s long-range strategic plans of more than $50 million over five years.
• Manage the team responsible for drafting user testing plans, testing prerequisites, UAT strategies, test scenarios, proper environments preparation, training and knowledge transfer (workflows, technology and processes).
• Drive on-time implementation with an ideal operations workflow, conduct post implementation verification activities and perform business satisfactory analysis.
• Chair regular meetings with business testing teams, stakeholders, IT teams, project managers and vendors.
Accomplishment:
• Solutions: TFS Core banking solution (replacement and enhancements), Telex transfer. Salary portal (NCR $750K). Electronic cheque clearing system for local banks and ON US ($1.5M). AML/KYC/FATCA (Oracle $1M). AS400 upgrade ($300K) and QMATIC service ($500K), Mainframe downsizing ($750K).
• Managed more than 100 projects (Solution replacement and enhancement) for NBK including channels (CRM enhancements, NBK Online replacement ($2.5 million), Mobile Banking ($1.5 million), Pin Pad replacement (I5310 to POS ICT220 and upgrade OS Telium2) ($450K), replace Smart Chip Manager (SCM) ($1 million) from ACI with Smart chip solution from Data Card (Instant Card Issuance & Card Wizard), Replacement of Payment Manager (Debit Card management system) (2.5 million).
Take on and manage one of the largest teams in NBK (more than 70 employees) in term of resource allocation and outsourcing, promotions, overtime, project cost and technology requirements with a yearly budget of $8.5 million for maintaining 1200 business solutions.
Duties:
• Define roles and responsibilities of each resource, observe the resource performance, and distribute duties. Prepare resource training plans, resource evaluations, appraisals and promotion budget.
• Ensure business solutions are commensurate with goals as well as priorities and focus on enhancing service delivery, identify and interpret customer requirements into useful business solutions.
• Manage internal communications with the main stakeholders and subject matter experts. Liaise with platform, SAs, PMs, delivery managers, QA, testing, ISO and IAD to ensure successful implementation, Zero production defects, 7/24 service availability. Liaise with local and overseas vendors in online support and prompt fix deliverables based on SLAs.
• Prepare business requirements specifications (CFC), review and discuss contracts and SLAs, version updates, troubleshoot bugs and arrange technical training for business units and IT support units with vendors and training institutions.
• Govern defect analysis and solutions, assure all defects adhere to the defined standards, escalate the instances where standard are not followed to IT planning and control process assurance, provide proper instructions in defect lifecycle (identification, resolution and closure) process across the bank, work with the demand delivery manager in the platform function to ensure healthy planning of defect solutions, appropriate resources are assigned and regular process updates are provided and defects are resolved within agreed OLA’s/SLA’s.
• Chair regular status meetings with key stakeholders, vendors and IT technical teams.
Accomplishment:
• TCS Core Banking replacement (2009-2012).
• Channels modernizations ($2.5 million) CRM, Online Banking, Mobile Banking, SMS and IVR).
• Products renovations and replacement (Implementation of FICO Debit Manager ($1.5 million), Moody’s Risk Analyst ($750K), SYBRIN MICR cheque clearing ($700K), NCR Record Management ($1.5 million), iMAL Islamic Money Market Funds ($1 million).
Conduct quantitative analysis, benchmark analysis and compiled performance data for more than one million NBK customers, bank products (Loans, Cards, Merchants, Accounts, Trade finance, Assets, etc.) and NBK transactions (Cash deposits, Loans, Credit Cards, ATMs, and Merchants) in project value of $5 million.
Duties:
• Prepare case assessments, justify BI projects, evaluate technical and non-technical infrastructure, define BI project requirement definitions, run BI data analysis, prepare BI application prototyping and BI metadata.
• Increase data mining 70% by creating a more efficient process to collect information from data warehouse.
• Increase fraud search by 80% by building daily transaction extracts and fraud mart for AML unit.
• Improve the management statistical data, decision making and strategically plans by building bank’s profitability models.
• Design BI databases, ETLs, Metadata, applications, OLAP, data mining, business objects reports, Operation Data Store (ODS), data cleansing models, data quality and reusability processes, data migration and data transformation rules.
• Design customer and product segments and KYC/AML alerts, etc.
Accomplishment:
• Business intelligence solution for National Bank. ($5 million)
• Managed the project for migrating DB2 (mainframe) data into SQL Operation Data Store (ODS). ($1.5 million)
• Managed the project for developing a Business Objects portal. ($750K)
• Managed the project to migrate SAS data warehouse entities in mainframe into SQL server.
Throughout this period, I was able to deliver more than 50 financial and non-financial solutions for National Bank and hundreds of ad hoc business assignments. Liaise with local and overseas vendors to transform business requirements into technical form. Coordinate with platform and delivery management in preparation of (hardware/software requirements, migration plan, implementation plans, QA, QC, testing, deployment and monitoring). In addition to my role in managing the integration testing, training, version update, license update and SLA and troubleshoot production issues.
Accomplishment:
Nation Bank Rewards and Raffle ($150K), Hummingbird Imaging system ($500K), Balance Score Card ($150K), Domestic Credit Request ($150K), Remedy(CyberMAK - bmcSoftware) ($550K), File Registry ($100K), International Standing Order ($150K), HR payroll-Oracle Solution ($1 million), service quality ($100K), collection of bad loans, black listed and legal customers ($250K).
Implement and support the company’s call center system, provide training to new employees and manage daily report extraction and EOD jobs.